Making a Complaint
We recognise that we don't always get things right and we have a formal complaints procedure in place to try and resolve issues for you. We aim to deal with complaints as quickly as possible whilst making sure that we treat customers fairly.
You can register your complaint in the following ways:
||Write directly to us:
For mortgage related complaints:
Call us on 0845 609 9610*
Lines are open between
8.30am and 6pm
For all other complaints:
Call us on 0800 001 5262* or 0330 332 0971**
Lines are open between 9am and 5pm Monday to Friday
** Calls may be monitored or recorded. Charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02. Calls to 03 numbers are also included in bundled minutes and unlimited call packages in exactly the same way as regular landline numbers.
PO Box 625,
Please note - if you have a general query please use the numbers found on the contact us page.
How will my complaint be dealt with?
We aim to deal with complaints as quickly as possible. In all cases we will acknowledge your complaint within five working days. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay in responding, we will let you know.
What information do I need to provide?
In order to help us deal with your complaint please provide us with your account details (if you have them), up to date contact information and as much documentation as possible that supports your complaint.
What if I'm not happy with your final decision?
If you're still not satisfied once you've received our final response you can refer your case to the Financial Ombudsman Service using the details below:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
See contact details for the Financial Ombudsman Service
Please note - the Financial Ombudsman Service will not look at your complaint until you have exhausted our internal complaints procedure and received our final response letter.
The Financial Ombudsman Service publish details of rulings on their website. Click here to search the database of historic FOS rulings.
If you need our response in another format such as Braille, large print, audio or interpreter services, please contact our team by:
||0845 609 9610* (9am to 5pm Monday to Friday)
||Disability Awareness Team
PO Box 625
The Financial Conduct Authority require all firms to publish a summary of their complaints data every 6 months. You can view the latest summary data here.